# US 12,192,259 B2 · Bridging physical and virtual spaces > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 12,192,259 B2 - Document ID: US12192259B2 - Status: Granted - Kind: B2 - Application number: 18/296,099 - Filed: 2023-04-05 - Published: 2023-09-28 - Granted: 2025-01-07 - Earliest claimed: 2012-10-19 - Assignees: Sococo, Inc. - Applicants: Sococo, Inc. - Inventors: David Van Wie; Paul J. Brody; Joseph W. Jennings - Web page: https://patentgrep.com/patent/US12192259B2 ## CPC - H04L 65/403: Arrangements for multi-party communication, e.g. for conferences (data switching systems for conference H04L12/18; arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities H04M3/56; television conferencing systems H04N7/15) - G06F 3/011: {Arrangements for interaction with the human body, e.g. for user immersion in virtual reality (blind teaching G09B21/00)} - G06F 3/04812: Interaction techniques based on cursor appearance or behaviour, e.g. being affected by the presence of displayed objects - G06F 3/04815: Interaction with a metaphor-based environment or interaction object displayed as three-dimensional [3D], e.g. changing the user viewpoint with respect to the environment or object - G06F 3/0484: for the control of specific functions or operations, e.g. selecting or manipulating an object, an image or a displayed text element, setting a parameter value or selecting a range - G06Q 30/0613: {using intermediate agents} - H04L 12/1813: {for computer conferences, e.g. chat rooms (instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15)} - H04L 12/1822: {Conducting the conference, e.g. admission, detection, selection or grouping of participants, correlating users to one or more conference sessions, prioritising transmission} - H04L 12/1827: {Network arrangements for conference optimisation or adaptation} - H04L 67/30: Profiles - H04L 67/54: Presence management, e.g. monitoring or registration for receipt of user log-on information, or the connection status of the users - H04N 7/157: {defining a virtual conference space and using avatars or agents (computer conference optimisation or adaptation H04L12/1827)} - H04W 4/21: for social networking applications - H04W 4/50: Service provisioning or reconfiguring - H04M 3/567: {Multimedia conference systems} - H04M 2242/30: Determination of the location of a subscriber - H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR - H04N: PICTORIAL COMMUNICATION, e.g. TELEVISION - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract Examples of systems and methods for bridging virtual and physical spaces are described. In some of these examples, a particular communicant's real world state drives changes in one or more of the communications connections, virtual state, and communications interface of the particular communicant or another communicant. ## Claims ### Claim 1 A system comprising: one or more processors included in one or more computers; and a memory, coupled to the one or more processors, storing code that when executed by the one or more processors causes the one or more computers to perform operations comprising: tracking a current real-world location of a user in a physical place comprising real-world geographic regions each of which is associated with a virtual interactive customer service; based on a determination that the current real-world location of the user is in a respective one of the real-world geographic regions of the physical place, establishing a presence for the user in a customer service virtual area and automatically notifying a customer service representative who is available, to join the user in the customer service virtual area, wherein (A) the customer service virtual area (i) represents a physical room, and (ii) includes definitions of geometry that represent at least a geographic perimeter of the physical room of the customer service virtual area, and (B) the user is not actually located in the physical room represented by the virtual area; to a network node associated with the user, transmitting data representing the tracked current real-world location of the user in the physical place, wherein the data when received and processed by the network node causes the network node to display a first representation of the user on the network node in a map view concurrently with a view of the customer service virtual area, wherein the view of the customer service virtual area (i) is distinct from the map view, (ii) displays a virtual environment that includes a displayed second representation of the user in the virtual area, (iii) is associated with real time communications between the established presence of the user and the customer service representative in the customer service virtual area, and (iv) displays a real world location of the user while the user is in the customer service virtual area; and based on a determination that the user and the customer service representative are copresent in the customer service virtual area, administering a network connection supporting realtime communications between a network node associated with the customer service representative and the network node associated with the user to enable the user and the customer service representative to communicate with each other in the customer service virtual area and the customer service representative to guide the user to a particular physical location using the tracked current real-world location of the user. ### Claim 2 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: providing access to a self-help resource that provides information to resolve an issue relating to the physical place; and the administering comprises administering a network connection between the self-help resource and the network node associated with the user. ### Claim 3 (depends on 2) The system of claim 2, wherein the self-help resource is a network-based source of information relating to products associated with the physical place. ### Claim 4 (depends on 3) The system of claim 3, wherein the self-help resource provides information enabling the user to perform tasks comprising one or more of identifying products, checking product availability, comparing different products, submitting queries to and receiving query responses from a knowledgebase, reading user guides, and reading FAQs. ### Claim 5 (depends on 2) The system of claim 2, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: depicting the self-help resource in the virtual area view on a viewscreen object. ### Claim 6 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: maintaining and managing lists of issues; and issuing the user a new ticket that tracks a particular issue and schedule support for the particular issue. ### Claim 7 (depends on 6) The system of claim 6, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: responsive to issuance of the new ticket, automatically sending a notification of the particular issue to the customer service representative. ### Claim 8 (depends on 1) The system of claim 1, wherein the customer service representative is a communicant. ### Claim 9 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: based on the user's current location in the respective real-world geographic region, automatically sending to the customer service representative a notification to join the user in the customer service virtual area. ### Claim 10 (depends on 1) The system of claim 1, wherein the notifying comprises notifying the customer service representative that the user is present in the customer service virtual area. ### Claim 11 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: depicting in the customer service virtual area a respective object that is associated with a respective link that references a respective network resource providing information relating to contents of the respective real-world geographic region of the physical place. ### Claim 12 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: associating one or more customer service representatives with respective ones of the real-world geographic regions of the physical place. ### Claim 13 (depends on 12) The system of claim 12, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: responsive to movement of the user into a particular one of the real-world geographic regions of the physical place, automatically notifying a respective one of the customer service representatives associated with the particular real-world geographic region to join the user in the customer service virtual area. ### Claim 14 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: based on the tracked current real-world location of the user in a respective one of the real-world geographic regions of the physical place, automatically moving the presence of the user to the respective customer service virtual area that is associated with the real-world geographic region in which the user currently is located. ### Claim 15 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: displaying, to the network node associated with the user, transmitting a map view depicting the tracked current real-world location of the user in relation to the real-world geographic regions of the physical place. ### Claim 16 (depends on 15) The system of claim 15, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: depicting on the network node in the map view aisles and rows between shelves arranged in a layout, wherein the real-world geographic regions correspond to respective shelf locations between intersections of respective ones of the aisles and rows. ### Claim 17 (depends on 1) The system of claim 1, wherein execution of the code by the one or more processors causes the one or more computers to perform further operations comprising: responsive to a request received from the network node of the user to locate a particular item in the physical place, transmitting to the network node of the user instructions for displaying an indicator in the map view that shows where the particular item is located in relation to the real-world geographic regions of the physical place. ### Claim 18 (depends on 1) The system of claim 1, wherein: the transmitting comprises transmitting instructions, and the instructions when received and processed by the network node cause the network node to concurrently display on the network node of the user the map view and the customer service virtual area view in a graphical user interface.